Outpatients Administrator & Receptionist
Work as part of the Outpatients Department multi-disciplinary team, providing an efficient administrative and Outpatient reception service.
Record all outpatient attendances (cashing-up) on the Patient Access System.
Book follow-up appointments, discharge back to the GP and/or add to waiting lists.
File documents according to Information Governance policy.
Communicate with patients, visitors and staff in a professional and courteous manner; communicate effectively using all available forms of communication.
Maintain an uncluttered and tidy reception area; maintain reception areas in a hygienic and sanitary condition including cleaning and wiping surfaces.
Support the Managers and Supervisors in developing a patient focused service.
Complete appointment outcomes such as booking patient follow-up appointments, discharging back to the GP or adding to waiting lists as indicated on the manual or electronic outcomes forms within stipulated timeframes.
Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets.
Ensure that all patients attending in person are checked in; ensure all patient information is complete and up to date on the Trust ERS; identify, investigate and correct ERS discrepancies ensuring GP and personal contact details are accurate and up to date.
Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards.
Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff; be a calm, supportive, flexible and adaptable member of the team.
Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse.
Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible.
Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act.
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond. Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at Northwick Park Hospital, St Mark’s Hospital, Ealing Hospital and Central Middlesex Hospital.
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